(GSD) Global Technical Helpdesk Engineer (Bangkok-based)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world. Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to Know Our Team

The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and employee connectivity. We provide the hardware, software, and access to resources that enable employees to achieve their goals. Whether in the office, working remotely, or traveling, we help everyone stay connected and productive. The GSD team uses state-of-the-art cloud management technologies, combined with the best on-site services, to manage the latest hardware across Windows, macOS, and Linux environments.

The Opportunity

For our team in Bangkok, we are looking for candidates with customer support or help desk experience. Technology is at the heart of Agoda, and an IT career with us offers excellent growth opportunities in an exciting, multicultural environment.

In This Role, You’ll Get To:

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or onsite at the office
• Monitor and respond quickly and effectively to requests received through the IT Support Service Desk
• Troubleshoot, diagnose, and resolve technical system, hardware, and software issues
• Guide users through the problem-solving process and empower them to resolve similar issues independently in the future
• Support end users with device setup, software installation, account access, and general troubleshooting
• Prioritize and manage support requests based on business impact and service expectations
• Collaborate with internal teams to resolve cross-functional technical issues
• Gather relevant information, document troubleshooting steps taken, and escalate unresolved issues to the next level of support as needed
• Maintain technical documentation and service catalog content related to software installation, hardware configuration, and troubleshooting
• Provide feedback on processes and recommend areas for improvement
• Work in shifts and participate in on-call support when required

What You’ll Need to Succeed:

• Strong customer service mindset
• Familiarity with help desk ticketing systems
• Ability to work independently as well as collaboratively in a team
• Strong willingness to learn
• Eagerness to keep up with the latest technologies and stay ahead of the curve
• Strong problem-solving skills with a proactive and user-focused mindset
• Excellent communication and interpersonal skills; a good sense of humor is always a plus
• Ability to communicate clearly in spoken and written English
• Degree in Computer Science, Computer Engineering, or a related field
• Prior internship, customer support, or help desk experience is a plus, but fresh graduates are also welcome to apply

It’s Great If You Have:

• Experience with Microsoft 365
• Proficiency in macOS
• Experience supporting and troubleshooting AI-powered productivity and developer tools (e.g. Claude, Cursor, Codex)
• Experience supporting and troubleshooting workflow and automation tools

Benefits

• Hybrid working model
• Work-from-home setup allowance
• 30 days of remote working from anywhere in the world each year
• Employee discounts on accommodation globally
• Global team of 90+ nationalities
• 40+ offices across 25+ countries
• Annual CSR / volunteer time off
• Benevity subscription for employee donations
• Global volunteering opportunities
• Free Headspace subscription
• Free Odilo and Udemy subscriptions
• Access to an Employee Assistance Program (third-party support for personal and workplace matters)
• Enhanced parental leave
• Life, TPD, and accident insurance